Senior Customer Service Representative - SCM - Maersk India Pvt Ltd.
(2024-09)
- Orchestrated end-to-end shipment lifecycle, from PO creation to cargo arrival, consistently ensuring 100% SOP and customer compliance, resulting in improved customer satisfaction scores by 15%.
- Proactively secured space with carriers and provided accurate advance volume forecasts, guaranteeing allocation on planned vessels and reducing shipment delays by 20%.
- Efficiently coordinated daily cargo inflow/outflow and released stuffing plans to CFS, optimizing CFS space utilization and minimizing rollovers by 25%.
- Executed rolling cargo forecasts to proactively manage CFS capacity, leading to a 10% reduction in storage costs.
- Ensured complete and timely documentation submission before vessel sailing, preventing delays and maintaining a 99% accuracy rate.
- Maintained zero-error stuffing by strictly adhering to CLP and SOP guidelines, resulting in a 5% reduction in error-related costs.
- Diligently monitored cut-offs to prevent revenue leakage and operational risk, recovering an estimated $50,000 in potential lost revenue annually.
Customer Service Representative - Marine - Hempel Paints (India) Private Limited.
(2022-08 - 2024-08)
Managed system updates and operational finance with precision, ensuring accurate and timely reporting, and consistently exceeding internal audit standards. Cultivated strong customer relationships to enhance service quality and identify new business opportunities, contributing to a 10% increase in account growth.
- Served as the primary customer point of contact, seamlessly coordinating with Sales, Supply Chain, Finance, and Technical teams to resolve customer issues within defined SLAs 95% of the time.
- Managed end-to-end order processing, including PO handling, invoicing, credit/debit notes, and returns with 98% accuracy, minimizing errors and improving customer satisfaction.
- Maintained strict compliance in all financial and transactional activities as per company policies, consistently passing internal and external audits.
- Resolved customer inquiries proactively, ensuring fast and consistent service delivery, achieving a customer satisfaction rating of 4.5 out of 5.
- Coordinated with customers, agents, associates, and supply chain teams to meet delivery commitments, improving on-time delivery performance by 10%.
- Drove clear communication across all stakeholders to enhance order accuracy and operational efficiency, reducing order discrepancies by 15%.
- Tracked stock non-availability and short supply cases to support planning and improve future stock readiness, contributing to a 5% reduction in stockouts.
- Supported Sales with reporting and analysis aligned to customer supply agreements, providing valuable insights for strategic decision-making.
Ocean Freight Export Specialist - Damco Freight Forwarding India Pvt Ltd.
(2019-08 - 2022-08)
- Managed export cargo for Tetra Pak India across 30+ destinations, driving daily coordination on business and operational updates, resulting in improved shipment visibility and customer satisfaction.
- Optimized transit by evaluating port combinations and aligning closely with transport and customs teams for timely movements, reducing transit times by 8%.
- Coordinated with carriers for bookings and amendments, ensuring A-grade containers reached the factory before 7 AM for stuffing, minimizing delays and maintaining production schedules.
- Oversaw daily cargo inflow/outflow and managed re-export operations at CFS, improving CFS utilization through FIFO and error-free stuffing aligned with CLP standards.
- Ensured timely release of bookings and Bills of Lading, managing exceptions like late Form 13 and gate-ins, minimizing disruptions to the supply chain.
- Shared rolling forecasts to secure containers/space and prevent rollovers or shutouts across multiple carriers, maintaining a 95% container availability rate.
- Tracked shipments daily and provided timely customer updates, ensuring accurate shipping instructions and system updates, enhancing customer communication and transparency.
- Managed vendor payments, invoice follow-ups, and reconciliation to maintain accurate monthly profitability reports, ensuring financial accuracy and compliance.
Senior Associate - OTCS - Damco Freight Forwarding India Pvt Ltd.
(2019-08 - 2022-08)
- Coordinated with customers to obtain essential import documents (BL, Packing List, Invoice, Insurance, COO) at every stage of shipment, reducing documentation errors by 10%.
- Liaised with terminals to resolve shipment-related issues quickly and avoid delays, improving turnaround times by 12%.
- Collaborated with Sales, Documentation, Equipment, and Operations teams to ensure smooth import execution and conduct regular RCA for process improvements, contributing to a 5% increase in operational efficiency.
- Maintained proactive daily communication with customers via email and calls, providing timely updates and anticipating requirements, improving customer satisfaction scores by 8%.
- Handled customer and internal disputes efficiently within defined timelines, ensuring clear documentation of issues and resolutions, reducing escalation rates by 7%.
Senior Associate - Damco Export Operations - Maersk Global Services Ltd.
(2017-04 - 2019-07)
- Prepared key shipping documents including SO, CS, FCR, and BL with high accuracy and compliance, minimizing errors and ensuring regulatory adherence.
- Managed end-to-end documentation flow—from SO creation to Shipping Instruction (SI) submission, streamlining processes and improving efficiency.
- Handled multiple global clients, ensuring smooth coordination across all shipment stages, maintaining high levels of customer satisfaction.
- Communicated with customers to obtain required documents such as packing lists and invoices, ensuring timely and accurate documentation.
- Supported Team Leader in generating internal reports, including monthly forecasts, providing valuable data for strategic decision-making.
- Performed data analysis to identify recurring errors and drive process improvements, contributing to a 5% reduction in operational errors.
- Trained new team members on operational procedures, improving team efficiency and knowledge, enhancing overall team performance.
- Led successful process migrations for Indonesia HNM and Sri Lanka HNM, ensuring smooth onboarding and stabilization, minimizing disruptions to operations.
Senior Associate - Export Documentation (USA) - Maersk Global Services Ltd.
(2014-04 - 2017-04)
- Served as the primary contact for customer queries related to Bills of Lading, payments, and rating issues, resolving customer concerns efficiently and effectively.
- Prepared accurate Bills of Lading by verifying all details against Shipping Instructions (SI), including quantity, routing, and destination, ensuring data integrity and compliance.
- Sent timely SI reminders based on documentation cut-offs to avoid delays, improving on-time documentation submission rates by 10%.
- Coordinated with Container Tracing teams to ensure correct container numbers and types were updated in bookings, minimizing errors and improving shipment tracking.
- Verified free-time eligibility as per customer contracts to ensure timely and compliant shipment handling, reducing demurrage charges by 5%.
- Updated daily records for BL manifestations, corrections, and releases to maintain data accuracy, ensuring data integrity and compliance.
- Tracked pending shipments and followed up on missing details to ensure timely completion, improving shipment completion rates by 8%.
- Collaborated with the Area Documentation Center (ADC) to gather customer-specific requirements and updates on new destinations, ensuring compliance with local regulations.
- Released Seaway Bills and processed Original Bills of Lading (OBL) for US export documentation, specifically US Southeast trade, ensuring efficient and compliant documentation processes.
- Trained and mentored new employees, guiding them in documentation processes and enhancing team capability, improving team performance and knowledge.
Senior Associate - Export Documentation (USA) - Hapag-Lloyd Global Services Ltd
(2010-10 - 2014-03)
- Served as the primary contact for customer queries related to Bills of Lading, payments, and rating issues, resolving customer concerns efficiently and effectively.
- Prepared accurate Bills of Lading by verifying all details against Shipping Instructions (SI), including quantity, routing, and destination, ensuring data integrity and compliance.
- Sent timely SI reminders based on documentation cut-offs to avoid delays, improving on-time documentation submission rates by 10%.
- Coordinated with Container Tracing teams to ensure correct container numbers and types were updated in bookings, minimizing errors and improving shipment tracking.
- Verified free-time eligibility as per customer contracts to ensure timely and compliant shipment handling, reducing demurrage charges by 5%.
- Updated daily records for BL manifestations, corrections, and releases to maintain data accuracy, ensuring data integrity and compliance.
- Tracked pending shipments and followed up on missing details to ensure timely completion, improving shipment completion rates by 8%.
- Collaborated with the Area Documentation Center (ADC) to gather customer-specific requirements and updates on new destinations, ensuring compliance with local regulations.
- Released Seaway Bills and processed Original Bills of Lading (OBL) for US export documentation, specifically US Southeast trade, ensuring efficient and compliant documentation processes.
- Trained and mentored new employees, guiding them in documentation processes and enhancing team capability, improving team performance and knowledge.
Customer Service Agent - HDFC Life Insurance - Sparsh BPO Services Ltd.
(2009-08 - 2010-09)
- Conducted outbound calls to policyholders to ensure effective communication and relationship management, increasing customer engagement and satisfaction.
- Provided reminders to policyholders regarding their premium payments to maintain policy continuity, improving policy retention rates by 5%.
- Assisted in converting lapsed policies back to active status, promoting policy retention and customer satisfaction, contributing to revenue generation.
- Made welcome calls to new family members of HDFC Life policyholders, enhancing customer engagement and support, improving customer loyalty.
- Collaborated with the Team Leader to generate daily reports on team and individual performance metrics, contributing to performance analysis and improvement strategies, enhancing team efficiency.
